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AI-based service systems: digital-ethical issues and their impact on value co-creation

In: Handbook of Services and Artificial Intelligence

Author

Listed:
  • Claudia Lemke
  • Dagmar Monett

Abstract

The digital age is characterized by a dematerialization of value creation, in which the importance of physical (material) goods has shifted in favour of information-based services. The focus is no longer on the exchange of goods that are actually produced, but on the exchange of (digital) services. Service systems represent a combination of value co-creation from people, technology, shared information, and the internal and external connections within and between services. AI-based systems, when viewed as systems for automated decision-making, may therefore influence all levels of a service, from the way in which knowledge is generated and used, the various forms of autonomy, and the integration of humans as decision-makers, to the processes and procedures for the design, creation and consumption of services. The core statement of this chapter is that a service-centred approach for the use of AI-based services should touch on digital-ethical issues from all perspectives.

Suggested Citation

  • Claudia Lemke & Dagmar Monett, 2024. "AI-based service systems: digital-ethical issues and their impact on value co-creation," Chapters, in: Ada Scupola & Jon Sundbo & Lars Fuglsang & Anders Henten (ed.), Handbook of Services and Artificial Intelligence, chapter 14, pages 228-249, Edward Elgar Publishing.
    • Handle: RePEc:elg:eechap:21983_14
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    File URL: https://www.elgaronline.com/doi/10.4337/9781035301973.00023
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